Loco2: Customer Support (Weekends)

Loco2: Customer Support (Weekends)

We’re pleased to be searching for our fifth support team member. We’re looking for somebody in a European time-zone to support our team of “Train Geeks”, mostly on weekends.

About us

We’re a small, passionate and cosmopolitan team, with a healthy remote-first culture and an office in London. Our success is built on trust, empathy and shared knowledge, with our users at the centre of what we do. We’re proud to have an average rating of 9.3 out of 10 on Trustpilot after 22,000 reviews.

We’ve been selling tickets since 2012, and we’re growing rapidly as the business matures. Our goal is to scale effectively whilst continuing to delight our users.

About the role

Customer Support is at the heart of Loco2. You’ll be joining a small, friendly team that’s committed to providing the highest standard of customer support online, seven days a week.

You’ll learn lots about our technology, including how to debug the trickiest issues, and more than you ever dreamed of about trains.

We need additional support on weekends, so this role requires you to work on Saturday, Sunday and Monday each week.

We’re happy to chat with people who want to work 3, 4 or 5 days a week, so long as Sat-Mon is included in your proposed schedule.

You’ll need to be online during office hours, usually from 9.30-6 GMT or thereabouts. There’s flexibility in that once you’re up to speed.

This is a remote job, but you won’t be alone. You will have online tools like Slack, Help Scout, Trello and Basecamp at your disposal to answer any query. You can come and visit us in the office too, if you like.

Competitive salary and holiday, pro-rata according to the number of days you work a week.

What you’ll be doing

Providing support over the weekend means you’ll spend most of your time triaging incoming queries and providing thoughtful answers using our Help desk software. But this job isn’t the same day in, day out. Far from it. This is a complex, troubleshooting role with loads of opportunity to dig into the detail, find solutions and solve customer issues.

It will be your job to decide the best way to help our growing number of customers without sacrificing quality – that might mean providing a workaround for a bug, pointing them to our docs or making a quick screencast to demo a feature. You’ll have autonomy to provide the best solution.

Independent – You have the ability to identify and solve tricky issues on your own initiative, but aren’t too proud to ask for help when needed. You can clearly articulate problems in writing so they can be picked up and resolved by somebody else if you aren’t online.

Tech-savvy – You aren’t fazed by complex technology or information, and enjoy wrapping your brain around new challenges.You’ll probably download our app right now just to try it out.

Level-headed – You’re patient and empathetic with others, especially if they’re not as technology-literate as you (or even if they’re just having a bad day).

Conscientious – You’ll be given plenty of autonomy to simply do what’s right, no questions asked. With great power comes great responsibility. You’ll have a high degree autonomy; working weekends means fewer teammates around for support.

Excellent written communication skills – You are pedantic about spelling and grammar, but remain an affable human being nonetheless.

Because this role requires mostly independent work and decision making, we’re seeking somebody with prior experience of providing online customer support.

You’re someone who thrives working remotely without much (if any) oversight.

You’re actively seeking to work weekends.

You’re in a European time-zone and can be online during “office hours” on the weekend.

You have a home-office environment that’s fit for remote work.

Nice to have

If you’re a native speaker from Italy, Spain or Germany, great! So long as your English is spot on, too.

You’ve travelled and understand the unique stresses of making international trips.

Prior experience of working with online booking platforms, and a knack for figuring out how they work

Familiarity with European rail network. Maybe you have posters of your favourite trains on your wall (or at least you would if you were sure that society wouldn’t judge you for it).

Basic knowledge of HTML a plus (for editing help docs).

How to apply

Email jobs@loco2.com and tell us about your skills and experience. You can send a CV if you want, but we particularly like reading a well-written email instead/as well.

Unfortunately we can currently only accept applications from within the EU (including the UK) or from candidates who already hold a valid UK working visa.

There are some specific questions we’d like you to answer (feel free to be brief if you’d prefer to elaborate in other areas):

Why you’re interested in joining us.

The relevant experience you’ve had.

Why working Sat – Monday works for you, and which other days (if any) you’d like to work.

Your salary expectations.

We welcome applications from everybody, regardless of race, gender, or sexual orientation.

To apply: Please email your application to jobs@loco2.com addressing the specific questions listed above. Please note that we do not respond to approaches from recruitment agencies, and emails will be marked as spam.